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IVR with voice print authentication

IVR systems with voice print authentication reliably identify callers by analyzing their voice print and matching it against a record of each registered user. This is a simpler and more secure caller authentication process, compared to IVR question sets, but is more costly.

Biometric voice print verification is commercially available, can yield effectively zero false-positive recognitions, and low false-negative failures (approximately 1% to 2% of valid authentication attempts end with a failure to recognize the speaker).

Voice print verification is not related to voice recognition technology – the former identifies a speaker, while the latter attempts to "understand" what was said. Voice print verification is reliable, fast and independent of language, accent and the common cold.

Organizations deploying voice print verification technology in their IVR infrastructure must acquire voice samples from the entire user population. Each voice print must be securely mapped to the particular user’s user IDs in order to allow secure password reset. During registration, users are asked to speak one or more phrases, so that their new response can be compared to their registered sample.

Once authenticated, callers may request secure operations, including a password reset. The IVR system uses Bravura Pass to select a strong password for the caller, and to reset the password on all of the user’s accounts to the new selected value.

Registering voice prints

You can use Bravura Pass to facilitate an automated, reliable, secure and effective process to:

  • Prompt users to register voice prints.

  • Authenticate users prior to registration.

  • Map users’ voice prints to their system IDs.

  • Enable the IVR system to securely capture their voice prints.

You can use Bravura Pass ’s Generate voice print enrollment PIN (PSI) module to reliably register voice print samples for all users. You can use this facility for new IVR deployments or for new users on existing systems.

Without Bravura Pass , IVR users are commonly provided with a short PIN via email, and are required to key in the PIN when they first register with the IVR system. This presents a security weakness: PINs are short, guessable, and sent via an insecure media (email).

Bravura Pass ’s Generate voice print enrollment PIN (PSI) module streamlines and increases the security of the registration process by requiring users to authenticate to receive a longer PIN that is only good for a single use, and expires after a definable period.

A user registers in the following way:

  1. The user logs into Bravura Pass and navigates to the Generate voice print enrollment PIN page.

  2. Bravura Pass generates a random PIN and displays it to the user. The PIN is good for only one use and expires after a defined number of seconds.

    If configured, Bravura Pass displays additional information and navigation steps for the phone registration system.

  3. The user calls the IVR system, follows the voice prompts, enters the PIN, and registers their voice print.

The Generate voice print enrollment PIN (PSI) module is disabled by default. You must enable it to allow users to access this feature.

To configure IVR registration:

  1. Click Manage the system > Modules > Generate voice print enrollment PIN (PSI).

  2. Turn on the PSI ENABLED setting.

  3. Configure the variables described in the table below as required.

  4. Click Update to submit the changes.

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